IBM Support

Collecting Data for Tivoli Storage Manager V6 Server installation logs

Technote (troubleshooting)


Problem(Abstract)

Collecting Data documents aid in problem determination and save time resolving Problem Management Records (PMRs).

Cause

In the event of a failure during the attempted installation or upgrade of the Tivoli Storage Manager V6 Server code it will often be necessary to provide support with the corresponding installation logs so that the source of the failure can be identified.

Resolving the problem

Collecting Troubleshooting Data early, even before opening the PMR, helps IBM® Support quickly determine if:

Symptoms match known problems (rediscovery).
There is a non-defect problem that can be identified and resolved.
There is a defect that identifies a workaround to reduce severity.
Locating root cause can speed development of a code fix.

Collecting Data: Table of contents:




Gathering General Information

For supported levels of IBM Tivoli Storage Manager you can use IBM Support Assistant (ISA) to capture general information. Alternatively, you can also manually collect the general information.

Entering general information into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.



Manually Gathering General Information

The install process should create a zip file (logs.zip) containing all of the required logs in the following locations:
  • Windows: the logs.zip file will be created in the specified installation directory (e.g. C:\Program Files\Tivoli\TSM),
  • UNIX/Linux: the logs.zip file can be found in the /var/tivoli/tsm directory.

Manually Gathering v6 Server Installation Information

If the logs.zip file is not present, the following data should be manually collected and provided to support for analysis:


Log Type Log Name UNIX/Linux Location Windows Location
Install Anywhere log.txt /var/tivoli/tsm (Chosen install directory)
Deployment Engine acu_de.log /usr/ibm/common/acsi/logs/root C:\Program Files\IBM\Common\acsi\logs\Administrator
Deployment Engine de_cbe.log /usr/ibm/common/acsi/logs/root C:\Program Files\IBM\Common\acsi\logs\Administrator
Deployment Engine DE_Install.log /usr/ibm/common/acsi/logs/root C:\Program Files\IBM\Common\acsi\logs\Administrator
Deployment Engine de_msg.log /usr/ibm/common/acsi/logs/root C:\Program Files\IBM\Common\acsi\logs\Administrator
Deployment Engine de_trace*.log /usr/ibm/common/acsi/logs/root C:\Program Files\IBM\Common\acsi\logs\Administrator
Deployment Engine si_trace.log /usr/ibm/common/acsi/logs/root C:\Program Files\IBM\Common\acsi\logs\Administrator
Deployment Engine si_msg.log /usr/ibm/common/acsi/logs/root C:\Program Files\IBM\Common\acsi\logs\Administrator
Deployment Engine si_cbe.log /usr/ibm/common/acsi/logs/root C:\Program Files\IBM\Common\acsi\logs\Administrator
Composite Offering Installer install folder /opt/tivoli/tsm/_uninst/plan (Chosen install directory)\\_uninst\plan
Composite Offering Installer inventory folder /opt/tivoli/tsm/_uninst/plan (Chosen install directory)\\_uninst\plan
DB2 tmp folder /opt/tivoli/tsm/_uninst/plan (Chosen install directory)\\_uninst\plan
DB2 logs folder /opt/tivoli/tsm/_uninst/plan (Chosen install directory)\\_uninst\plan

.

Submitting Information to IBM Support

After a PMR is open, you can submit diagnostic troubleshooting data to IBM.

If using ESR, update the PMR to indicate that data has been sent.

Online Self-Help Resources

  • Review up-to-date product information at the Tivoli Storage Manager Product Support page.
  • Utilize the IBM Electronic Service Request tool to access the Tivoli Storage Manager Support team when requiring assistance from IBM.
  • Use the IBM Support Assistant (ISA), this free cross product tool assists you in increasing your capacity for self-help. The Tivoli Storage Manager server has a plugin for the ISA tool.
  • Install and use the IBM Support Toolbar. This is a stand-alone application that allows you to easily search IBM.com for all types of software support content plus organizes the major areas of not only Software support, but the individual brand support sites into a concise application.

Related Information

Product Alias/Synonym

TSM

Document information

More support for: Tivoli Storage Manager
Server

Software version: 6.3

Operating system(s): Platform Independent

Reference #: 1648106

Modified date: 20 April 2017


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